Software Product Techniques Spread To Old Line Manufacturers
Selling complex products ‘as is’ and unwarrantable was not invented by the software industry. This technique is now being adopted by old line manufacturers that built their reputations the old fashioned way, and are now losing those once stellar reputations the new fangled way. Moen kitchen faucets illustrate the caveat emptor wisdom of the ancient Romans.
Whether deliberately or inadvertently, more and more manufacturers of real products are ignoring their customers’ interests to save a few pennies, something that the software industry has been doing for some time now with seeming impunity. That software companies take to quick and easy approach in hosing customers may not be too surprising, as few have been around long enough to build a reputation, even if they actually had the inclination to make it a good one. Makers of real things have to prove themselves consistently over a considerable period of time to build a good reputation, one that can be lost in seconds.
Our kitchen sink needed a new faucet, not so much as the old one really needed to be replaced, but because a high neck faucet would make cleaning pots and pans easier. Replacing kitchen sinks has to be done periodically anyway, because of corrosion and mineral deposit build up that municipal water makes plentiful.
So after some deliberation and visiting a few kitchen faucet showrooms, we picked a relatively high end (not to mention expensive) Moen that, according to the salesmen and the claims on the outside of the box, would easily replace the existing kitchen faucet, which also happened to be a Moen that was installed about three years ago.
Most, I suspect, learn lessons over and over again, and the first forgotten in this instance was to have a professional plumber do the replacement. However, I’d replaced this kitchen faucet, and several others besides, and didn’t imagine there would be a problem.
Perhaps the Spanish, French and Italian instructions were absolute models of illuminating clarity, but the three short English paragraphs, while in reasonably clear text, seemed to describe something entirely different from the part number that was on the instructions and box. The instructions did include a bewildering array of drawings, some of which seemed remotely resembling what was actually before us. Just like software, Moen by this indicated, to me at least, that customers must be clairvoyant to install and, perhaps, use this product. Another forgotten lesson.
Yet another forgotten lesson was to do a dry fit of the new faucet before removing the old one.
It was only then that I noticed that the new high end faucet did not have a lateral anchoring bolt, but was secured only by a single undermount clamp assembly under the faucet proper, in the center of the base. Having some small understanding of things mechanical, I saw that over time the faucet would rotate, resulting in water coming through the two 1.25” accessory access holes that are in most sinks. I also noticed that the base was made of thin plastic that had an even thinner metallization coating, in contrast to the now asunder kitchen faucet’s base made of real metal and considerable in thickness besides. First trip for this exercise, back to where we bought the new Moen faucet wanting a refund, citing the rotation problem. It was here the third lesson was relearned: Check the sale terms before executing. The receipt said, categorically, no returns. Ordinarily I’d call the bank the next business day, explain the situation, and instruct them to cancel the transaction. But it was then 1600 on a Saturday, and we did not have a kitchen sink. I did get an agreement that they would replace the faucet if it did rotate and allow water through the exposed 1.25” accessory holes.
Next lesson was in noticing that the undermount clamp assembly was made of brass plated iron as a pressure stop for a chrome plated iron washer, which would be pressed to the stainless steel sink. These dissimilar metals would result in electrolytic action that would make it almost impossible to remove without damaging the sink. Another trip, this time to a local hardware store for a neoprene gasket, whose actual cost was probably less than twenty cents, the inclusion of which would be insignificant relative to the cost of the Moen to begin with. I couldn’t but help noticing that the old kitchen faucet had large plastic collar nuts that eliminated any possibility of electrolytic welding.
Remembering that I forgot to do a dry assembly, I then noticed that the new faucet’s connections used 3/8” couplings instead of the 5/8” standard. Another trip to the local hardware store for two adapter lines and two male to male connectors, each part of an assembly the other half of which was not used and thrown away.
Next was noticing that the hot water line was not marked, and I was on the wrong side of the 50/50 chance, but the water on the floor was nothing compared to the spraying from the weird hose adapter clip assembly for the hand sprayer. Each end was keyed so that hand sprayer’s two hose sections could only go in one way, and there was a big arrow with the word ‘Flow’ to remove any doubt as to how it should be assembled.
Bottom line is that the better part of my day was squandered by a high end product that did not meet its claims, incredibly badly documented, and that will have a short installed life given the electrolytic issue. The cost of this high end Moen was insignificant compared to the time out of my life lost forever. There was also some collateral damage. I’ll never buy a Moen again, and will never go to their authorized showroom/dealer again. Hopefully, I’ll be able to remember remembering those forgotten lessons the next time, whether I do it myself or have a professional do it after reviewing the caveat emptors.
© Copyright 2010 Chuck Brooks for FutureWare SCG
Tags: caveat emptor, customer alienation, manufacturing decline, moen, software design failures